Enterprises are Prioritizing Diversity in CX – Outsourcers Should Follow Suit
One of the most important changes in CX delivery is a recognition that organizations can do more when they focus on being as inclusive as possible. This trend has become even more important in the past year, with many executives in contact center management actively promoting more social diversity in their operations. Captive customer management […]
Interest Growing in CX Delivery from the United Arab Emirates
As 2021 moves toward its halfway point, there is a palpable sense that CX decision-makers are willing to look for new, innovative delivery solutions. With this in mind, both enterprise CX executives and their BPO partners are desperately looking to update business continuity plans. This means revisiting offshore delivery strategies, with the aim of expanding […]
Italy Recovery Budget Promises Digital Transformation for CX Divisions
Special commentary by Sean Goforth, Research Analyst at Ryan Strategic Advisory European member states are finalizing their spending plans for a share of the EU Recovery Program. The €750bn stimulus package aims to re-start a European bloc whose collective economy plunged during the COVID-19 pandemic, but, unlike China or the United States, has yet to […]
CX Hybrid Model Demands Balance and Flexibility from BPOs
Predictions rely on data and anecdotal evidence. The art of prognostication is sophistry that has been mastered by few individuals, with the most successful being those who are constantly amending their forecasts to incorporate new information. Now, as a post-vaccine world approaches, more BPO CX decision-makers are struggling to figure out what a hybrid delivery […]
Lessons for BPOs from ‘The Last Blockbuster’
Nothing remains static. In life as well as business, the cliché holds. No matter the sector, the ability of an enterprise to pivot to meet the needs of its consumers or clients is the difference between long-term success or failure. Yet, what is truly fascinating are the parallels that can be incorporated from the experiences […]
BPOs Need to Prepare for Enterprise Merger & Acquisition Activity
It makes sense that the outsourcing community has not been as focused on ‘business as usual’ preoccupations the past year. However, BPO providers must understand that there are commercial pressures outside the pandemic, and these require attention too. One of these is ongoing merger & acquisition activity that has continued throughout COVID19. Regardless of vertical, […]
Demand for Virtual Agents Will Put Pressure on Recruitment Supply
Let’s face it, the way in which front-line support team members were sourced over the past two decades is changing. The agent profile that was seen as acceptable pre-pandemic will be abandoned as enterprises push their BPO partners to embrace more virtual delivery. Invariably, outsourcers will be forced to hire more agents that have higher […]
Caribbean Positioned as a UK CX Delivery Alternative
Coming into 2021, British CX executives face significant challenges. These include recruitment/retention and deploying the right technologies that will both impact end-user interaction and empower agents, all while dealing with COVID19. Beneath the surface though, many enterprises are actively exploring new delivery points as a way to reduce their risk exposure. This means looking beyond […]
CX Needs to Keep Pace With Evolving Knowledge Management Solutions
Enterprises and their front-line outsourcing partners need as many competitive advantages possible in the current commercial marketplace. This is not restricted to new and compelling products or services – the user experience pre or post-sale also counts heavily. For years the emphasis in contact center management has been about seamless interactions between agents and end-users […]
BPOs Must Attack E-Commerce CX Opportunity
There comes a time in every industry’s existence where it becomes so large and unwieldy that it splits off into subsections. This is nothing new. It has been seen time and time again in modern commercial life. In the case of how consumers purchase goods and services, the push away from traditional retailers toward more […]